Systems and techniques for producing spoken voice prompts

ABSTRACT

Methods and systems are described in which spoken voice prompts can be produced in a manner such that they will most likely have the desired effect, for example to indicate empathy, or produce a desired follow-up action from a call recipient. The prompts can be produced with specific optimized speech parameters, including duration, gender of speaker, and pitch, so as to encourage participation and promote comprehension among a wide range of patients or listeners. Upon hearing such voice prompts, patients/listeners can know immediately when they are being asked questions that they are expected to answer, and when they are being given information, as well as the information that considered sensitive.

RELATED APPLICATION

This application is a Continuation of U.S. patent application Ser. No.14/222,172 filed Mar. 21, 2014, which is a Continuation Application ofU.S. patent application Ser. No. 13/742,778 filed Jan. 16, 2013, whichis a Continuation Application of U.S. patent application Ser. No.12/020,217 filed Jan. 25, 2008, which claims the benefit of U.S.Provisional Patent Application No. 60/897,315 filed 25 Jan. 2007, theentire content of which applications is incorporated herein byreference.

FIELD OF THE DISCLOSURE

The present disclosure relates generally to systems for and methods ofproducing spoken voice prompts for a telephony-based informationalinteraction. More particularly, the present disclosure relates tosystems for and methods of producing spoken voice prompts by controllingspeech parameters, including duration of pauses and syllables, as wellas pitch (e.g., fundamental frequency) of syllables, words, and phrases.

BACKGROUND OF THE DISCLOSURE

In the new, connected economy, it has become increasingly important forcompanies or service providers to become more in tune with their clientsand customers. Such contact can be facilitated with automated telephonictransaction systems, in which interactively-selected prompts are playedin the context of a telephone transaction, and the replies of a humanuser are recognized by an automatic speech recognition system. Theanswers given by the respondent are processed by the system in order toconvert the spoken words to meaning, which can then be utilizedinteractively, or stored in a database. One example of such a system isdescribed in U.S. Pat. No. 6,990,179, issued in the names of LucasMerrow et al. on Jan. 24, 2006, and assigned to the present assignee,further discussed below.

In order for a computer system to recognize the words that are spokenand convert these words to text, the system must be programmed tophonetically break down the spoken words and convert portions of thewords to their textural equivalents. Such a conversion requires anunderstanding of the components of speech and the formation of thespoken word. The production of speech generates a complex series ofrapidly changing acoustic pressure waveforms. These waveforms comprisethe basic building blocks of speech, known as phonemes. Vowels andconsonants are phonemes and have many different characteristics,depending on which components of human speech are used. The position ofa phoneme in a word has a significant effect on the ultimate soundgenerated. A spoken word can have several meanings, depending on how itis said. Linguists have identified allophones as acoustic variants ofphonemes and use them to more explicitly describe how a particular wordis formed.

To successfully interact on the telephone with people of all ages andfrom all geographic regions, it is essential to be as clear as possiblewhen directing spoken voice prompts to such people. The people receivingan automated call should preferably know immediately when they are beingasked questions that require an answer and when they are being presentedimportant new information. It is sometimes desirable that the speakerfollow up with certain information, in which case the informationpresented should be salient to them in order to maximize the chances ofa desired follow up action.

Prior art has dealt with adjusting a voice user interface based on auser's previous interactions with the system. Other prior art hasproposed digital enhancements or adjustments to speech to make it morecomprehensible to the hearing impaired. However, little or no attentionhas been paid with regard to controlling the parameters of the spokenprompts in an optimal way so as to achieve the naturalness of speech inconnection with the prompts.

A prior art system for transcribing the intonation patterns and otheraspects of the prosody of English utterances is the ToBI system(standing for “Tones” and “Break Indices”), as described by Mary E.Beckman and Gayle Ayers Elam of the Ohio State University in 1993. SeeGuidelines for ToBI Labelling, The Ohio State University ResearchFoundation, Mary E. Beckman & Gayle Ayers Elam, Ohio State University(ver. 3, March 1997).

The ToBI system was devised by a group of speech scientists from variousdifferent disciplines (electrical engineering, psychology, linguistics,etc.) who wanted a common standard for transcribing an agreed-upon setof prosodic elements, in order to be able to share prosodicallytranscribed databases across research sites in the pursuit of diverseresearch purposes and varied technological goals. See, also, Ayers etal., Modelling Dialogue Intonation, International Congress of PhoneticSciences 1995, Stockholm, August 1995.

While prior art systems and techniques may be sufficient for theirrespective intended purposes, there exists a need for phone-basedautomated interactive informational systems and techniques thatencourage participation and promote comprehension among a wide range ofpatients or listeners. Additionally, it is desirable to have systems andtechniques that provide more natural and effective speech prompts fortelephony-based interaction.

SUMMARY OF THE DISCLOSURE

The present disclosure provides systems for and methods of producing thevoice prompts useful for automated interactive telephone calls. Suchvoice prompts can be used in phone-based automated interactiveinformational techniques to encourage participation and promotecomprehension among a wide range of patients or listeners. Additionally,use of such voice prompts can provide more natural and effective speechprompts for telephony-based interaction.

Exemplary embodiments of the disclosure include methods in which spokenvoice prompts are produced in a manner such that they will most likelyhave the desired effect, including indicating empathy towards a patientor listener.

An embodiment includes a system configured to produce and a method ofproducing spoken voice prompts for telephony-based informationalinteraction. The method is configured to optimize parameters of spokenprompts and produce optimized parameters; record spoken prompts based onthe optimized parameters; and convey the spoken prompts to a listenerover a telephone system.

BRIEF DESCRIPTION OF THE DRAWINGS

Aspects of the disclosure may be more fully understood from thefollowing description when read together with the accompanying drawings,which are to be regarded as illustrative in nature, and not as limiting.The drawings are not necessarily to a particular scale, with emphasisinstead being placed on the principles of the disclosure. In thedrawings:

FIG. 1 depicts a flow chart according to an exemplary embodiment of thepresent disclosure;

FIG. 2 depicts a flow chart according to exemplary embodiments of thepresent disclosure;

FIG. 3 depicts further method portions in accordance with exemplaryembodiments of the present disclosure; and

FIG. 4 depicts a diagrammatic view of a system in accordance with anexemplary embodiment of the present disclosure.

It is to be understood that both the foregoing summary of the inventionand the following detailed description are exemplary and explanatory andare intended to provide further explanation of the invention as claimed.

DETAILED DESCRIPTION

Using automated telephone based informational systems to interactsuccessfully with a very broad range of call recipients, it is desirableto communicate as precisely and naturally as possible as often times ifa call is perceived as burdensome or a waste of time, the call recipientwill simply fail to impart the desired information. Aspects andembodiments of the present disclosure provide systems for and techniquesof producing spoken voice prompts with optimized or specificallyconstructed speech parameters such that they will most likely have adesired effect on call recipients during automated telephone basedinformation calls.

By optimizing various speech parameters and providing spoken voiceprompts with a natural sound, and not necessarily being grammatically“correct” or having “perfect” enunciation, spoken voice promptsaccording to the present disclosure can be used to communicate withincreased effectiveness during automated telephone based informationcalls.

For example, words within the sentence of a spoken voice prompt worthyof (or desired to have) attention (or focus) can be produced with alocal pitch maximum or minimum. As was described previously, thewidely-recognized ToBI system of intonation labeling describes pitchmaxima and minima, which are referred to as “pitch accents.” The ToBIsystem describes and categorizes tones and break indices but does notdescribe how to implement tone and break indices in particular ways.Systems and methods according to the present disclosure can utilizespecifically tailored or optimized pitch accents for spoken voiceprompts. For example, questions can be produced with rising intonationat the end; statements can be produced with either steady or fallingintonation, as is described supra.

In embodiments of the present disclosure, spoken voice prompts can beproduced with specific (optimized) duration and pitch parameters thatencourage participation and promote comprehension among a wide range ofpatients. Upon hearing such voice prompts, listeners can knowimmediately when they are being asked questions that they are expectedto answer, and when they are being given information, as well as theinformation that might be considered sensitive. Other spoken voiceparameters can be tailored as well, for example, loudness, speed ortempo, gender of speaker, clarity (e.g., having a gravelly quality), andthe like.

According to aspects of the present disclosure, the words and numbers ofwords that receive pitch accents, and/or other speech parameters thatare to be optimized, can be determined based on the context and meaningof the text of the prompts and the desired behavior or behavior change.Such optimized speech parameters can be adjusted or tailored as desiredfor different populations, such as those speaking a particular language,people in certain geographical regions, or people having otheridentified demographics, e.g., over a particular age.

Moreover, aspects of the present disclosure can allow pitch accents,and/or other speech parameters to optimized and employed effectively forspoken voice prompts in any of many different languages, not justEnglish. For example, it may be desirable to provide pitch accents tocertain syllables in a Spanish spoken voice prompt in a differentpattern than the English equivalent spoken voice prompt, based onlinguistic customs and/or regional demographic information about localpopulations.

FIG. 1 depicts an embodiment of a method 100 of producing spoken voiceprompts in accordance with the present disclosure. For one or more voiceprompts, the particular words and/or syllables (or pauses between such)receiving one or more optimized speech parameters, can be determinedbased on the context and/or meaning of the text of the one or moreprompts, as described at 102. Speech parameters that can be optimizedinclude, but are not limited to, pitch accents, fundamental frequency(base tone), clarity, speed, speaker gender, length of pauses, and thelike. For the one or more voice prompts, the number of words receivingone or more optimized speech parameters can also (or alternatively) bedetermined based on the context and/or meaning of the text of the one ormore prompts.

Continuing with the description of method 100, one or more spoken voiceprompts can be recorded, as described at 104. The one or more spokenvoice prompts can be conveyed to a listener or caller over a telephonesystem, as described at 108, such as one suitable for telephony-basedinformational interaction.

It will be understood that voice prompts according to the presentdisclosure may be utilized in conjunction with suitable voicerecognition techniques. Exemplary voice recognition techniques that canbe implemented within the scope of the present disclosure are describedin U.S. patent application Ser. No. 11/219,593 filed 2 Sep. 2005,entitled “Speech Recognition Method and System for Determining theStatus of an Answered Telephone During the Course of an OutboundTelephone Call,” which is a continuation of U.S. patent application Ser.No. 09/945,282 filed 31 Aug. 2001, entitled “Speech Recognition Methodand System for Determining the Status of an Answered Telephone Duringthe Course of an Outbound Telephone Call,” now U.S. Pat. No. 6,990,179(referenced above); the entire contents of all of which are incorporatedherein by reference. Moreover, voice prompts according to the presentdisclosure can be built based on previously known information about thetargeted person; information obtained in response to such voice promptsdescribed herein may also be used to build a subsequent call to the sameperson.

FIG. 2 depicts an embodiment 200 (or collection) of method portions inaccordance with the present disclosure. One skilled in the art shouldappreciate that the method portions described may be used alone or inany combination for implementation with spoken voice prompts accordingto the present disclosure. Additionally, although the elements of FIG. 2are visually presented as successive steps for planning, they can bevocally implemented concurrently (and are implemented as such inexemplary embodiments). For one or more spoken voice prompts, desiredspeech rate and/or pause lengthening patterns can be applied, asdescribed at 202. For one or more spoken voice prompts, phrase-finallengthening patterns can be applied, as described at 204.

A defined intonation pattern can be applied for one or more spoken voiceprompts, as described at 206. Specific rises and/or falls of afundamental (e.g., base) frequency can be applied to one or more spokenvoice prompts, as described at 208. An intonation pattern correspondingto a specific type of information conveyed by (or contained within) avoice prompt can be applied to a spoken voice prompt, as described at210. The rises and falls in pitch at the end of an utterance are knownas phrase and boundary tones. A determination and/or classification ofthe type or quality of information conveyed by the text of a voiceprompt can be made, and one or more speech parameters of the voiceprompt can be tailored accordingly. As an example, for a voice promptdeemed to have bad or good information, a male or female voicerespectively, could be used when sending the prompt to particular targetaudiences. Polling and/or survey data can be used in the classificationor categorization of the information type of a voice prompt. As afurther example, slow speech could be employed to convey complicated orextremely serious information.

For example of 208 and/or 210, high pitch accents, or local pitchmaxima, can be used to mark new information as well as the mostimportant information of a particular voice prompt. Pitch extrema(maxima and minima) can be indicated or emphasized by selection of theapparent gender of the speaker of the voice prompts. Low pitch accents,or local pitch minima can be used to mark or indicate known informationas well as taboo or potentially disturbing or sensitive information.Words that bear pitch accents can also be longer, e.g., with thesyllable bearing primary lexical stress approximately triple its usuallength. Lengthening can in addition in substitution) be used to conveyphrasal and/or sentential punctuation.

As was described previously, questions in voice prompts can be producedwith rising intonation at the end and statements are produced witheither steady or falling intonation. Words within the sentence of aspoken voice prompt that are deemed worthy of attention (or focus) canbe produced with a local pitch maximum or minimum.

FIG. 3 depict an embodiment 300 (or collection) of method portions inaccordance with the present disclosure. One skilled in the art shouldappreciate that the method portions described may be used alone or inany combination for implementation with spoken voice prompts accordingto the present disclosure. An intonation pattern for a spoken voiceprompt can be determined based on responses of one or more testpopulations, as described at 302. For an older target population, thespeaker can adjust the absolute pitch range downward to compensate forthe common age-related hearing loss (presbycusis) that occurs,particularly in the higher frequencies.

Continuing with the description of embodiment 300, a determination canbe made as to which syllables, words, and/or number of words of a spokenvoice prompt receive pitch accents, based on a desired behavior orbehavior change, as described at 304. For implementation of one or morespoken voice prompts, a doubled-length (or approximately doubled-length)syllable can be used to indicate a comma in a spoken prompt, asdescribed at 306. A tripled-length (or approximately tripled-length)syllable can be used to indicate a period (or similar pronunciationbreak) in a spoken prompt, as described at 308.

In exemplary embodiments, a phrase-final syllable (typicallycorresponding to a comma in the text), can be approximately doubled inlength and a sentence-final syllable (typically corresponding to aperiod in the text), can be approximately tripled in length. Silentpauses also can be employed to reinforce the phrase or sentence breaks.For an older target population, the speaker can adjust the rate downwardto account for possible decreases in rate of central auditory processingand flexibility of working memory in an elderly population.

FIG. 4 depicts a diagrammatic view of a system 400 in accordance with anexemplary embodiment of the present disclosure. System 400 can includean automated subsystem 412 that includes an automated telephone callingsystem 414 and a speech recognition system 416. System 400 can include acalled party telephone 418, and a voice prompt recording system 420, asshown. Voice prompt recording system 420 can include any suitable voicerecording device and/or voice recording media, e.g., magnetic tape,flash memory, etc.

The automated telephone calling system 414 can be of any suitable kind,and may include a personal computer such, although a main frame computersystem can also be used. All of the components of telephone callingsystem 414 can reside on a particular computer system, thus enabling thesystem to independently process data received from a respondent in themanner described below. Alternatively, the components of system 414 maybe included in different systems that have access to each other via aLAN or similar network. For example, the automated telephone callingdevice 414 may reside on a server system that is configured to receivethe audio response from a telephone 418 and transmit the response to thespeech recognition device 416.

The automated telephone calling system 414 may also include a networkinterface that facilitates receipt of audio information by any of avariety of networks, such as telephone networks, cellular telephonenetworks, the Web, Internet, local area networks (LANs), wide areanetworks (WANs), private networks, virtual private networks (VPNs),intranets, extranets, wireless networks, and the like, or somecombination thereof. The automated subsystem 412 may be accessible byany one or more of a variety of input devices capable of communicatingaudio information. Such devices may include, but are not limited to, astandard telephone or cellular telephone 418.

With continued reference to FIG. 4, automated telephone calling system414 can include a database of persons to whom the automated subsystem412 is capable of initiating telephone calls, a telephone numberassociated with each person and a recorded data file that includes thetarget person's name. Such automated telephone calling devices are knownin the art. As is described below, the automated telephone callingsystem 414 is capable of initiating a telephone call to a target personand playing a prerecorded greeting prompt, asking for the target person,and/or other voice prompts such as described previously for FIGS. 1-3.System 414 can then interact with speech recognition system 416 toanalyze responses received from the person on telephone 418.

Speech recognition system 416 can function as an automated system onwhich a speech recognition application, including a series of acousticoutputs or voice prompts, which can comprise queries about a particulartopic, are programmed so that they can be presented to a respondent,preferably by means of a telephonic interaction between the queryingparty and the respondent. A speech recognition application, however, maybe any interactive application that collects, provides, and/or sharesinformation, or that is capable of such. As examples, in the presentdisclosure, a speech application may be any of a group of interactiveapplications, including consumer survey applications; Web accessapplications; educational applications, including computer-basedlearning and lesson applications and testing applications; screeningapplications; consumer preference monitoring applications; complianceapplications, including applications that generate notifications ofcompliance related activities, including notifications regarding productmaintenance; test result applications, including applications thatprovide at least one of standardized tests results, consumer producttest results, and maintenance results; and linking applications,including applications that link two or more of the above applications.

Accordingly, methods/techniques according to the present disclosure canprovide spoken voice prompts that are produced in a manner such thatthey will most likely have the desired effect, such as to indicateempathy to a person receiving voice prompts.

The prompts can be produced with specific speech parameters, e.g.,variation of rate, syllable duration and pitch, that encourageparticipation and promote comprehension among a wide range of listeners,e.g., patients. Upon hearing such voice prompts, listeners can knowimmediately when they are being asked questions that they are expectedto answer, and when they are being given information, as well as theinformation that considered sensitive. Moreover, aspects of the presentdisclosure can allow optimized speech parameters, e.g., pitch accents,to be employed effectively for spoken voice prompts in any of manydifferent languages, and not just English.

While certain embodiments have been described herein in the context ofin-patient and out-patient settings, it will be understood by oneskilled in the art that the techniques, methods, systems, and apparatusof the present disclosure may be embodied in other specific formswithout departing from the spirit thereof.

Accordingly, the embodiments described herein, and as claimed in theattached claims, are to be considered in all respects as illustrative ofthe present disclosure and not restrictive.

What is claimed is:
 1. A method of producing spoken voice prompts fortelephony-based informational interaction, the method comprising: forone or more voice prompts, determining words that receive an optimizedspeech parameter, based on context and/or meaning of the text of the oneor more voice prompts; recording the one or more voice prompts,producing one or more spoken voice prompts; and conveying the one ormore spoken voice prompts to a listener over a telephone system.
 2. Themethod of claim 1, further comprising determining the number of wordsthat receive an optimized speech parameter based on context and/ormeaning of the one or more voice prompts;
 3. The method of claim 1,wherein the optimized speech parameter comprises one or more pitchaccents.
 4. The method of claim 3, wherein the one or more pitch accentsyield a pause lengthening pattern.
 5. The method of claim 3, wherein theone or more pitch accents comprise a phrase-final lengthening pattern.6. The method of claim 3, further comprising one or more boundary tones,wherein the one or more pitch accents and boundary tones comprise adefined intonation pattern.
 7. The method of claim 6, wherein thedefined intonation pattern comprises specific rises or falls of thefundamental frequency of a spoken prompt.
 8. The method of claim 7,wherein the intonation pattern corresponds to a defined type of theinformation conveyed by the spoken prompts.
 9. The method of claim 8,wherein the intonation pattern is determined based on responses of apopulation of participants in a computer-based exchange to specifictypes of voice prompts.
 10. The method of claim 3, wherein the wordsreceiving the one or more pitch accents are determined based on adesired behavior that is desired of a person receiving a telephony call.11. The method of claim 3, wherein the words receiving the one or morepitch accents are determined based on a desired behavior change that isdesired of a person receiving a telephony call.
 12. The method of claim8, further comprising using high pitch accents to indicate newinformation.
 13. The method of claim 8, further comprising using highpitch accents to indicate important information.
 14. The method of claim8, further comprising using low pitch accents to indicate disturbing newinformation.
 15. The method of claim 8, further comprising using lowpitch accents to indicate sensitive information.
 16. The method of claim8, wherein the one or more pitch accents comprise a syllable bearingprimary lexical stress approximately triple its usual length.
 17. Themethod of claim 8, further comprising using syllable lengthening toconvey phrasal sentential punctuation.
 18. The method of claim 17,wherein a phrase final syllable is approximately doubled in lengthcompared to an unaccented same syllable to indicate a comma in thespoken prompt.
 19. A system for directing optimized voice prompts to atelephone during the course of an outbound telephone call, the systemcomprising: a recording system configured and arranged to record one ormore spoken voice prompts including one or more optimized speechparameters; an automated calling system configured and arranged to placean automated outbound telephone call including the one or more spokenvoice prompts to a target person at called party telephone; an automatedspeech recognition system configured and arranged to process auditoryresponses of the target person as made in response to the one or morevoice prompts.